IT Service Delivery Manager

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As IT Service Operations lead, you will manage a team of Support Engineers who are responsible for providing IT Support across head office staff, Hubs, Driver Network and third-party partners. Currently this is across the UK, but the team will be expanding to provide IT support internationally over the next 12 months.Client DetailsMichael Page Technology are delighted to be working alongside one of the North West's most innovative technology businesses to recruit an IT Service Delivery Lead. DescriptionWhat you'll be doing:The IT Service Operations Manager will manage a team of Support Engineers who are responsible for providing IT Support across our head office staff, Hubs, Driver Network and our third-party partners. Currently this is across the UK, but the team will be expanding to provide IT support internationally over the next 12 months.You will work with the Lead IT Support engineer to deliver improved internal platforms and systems to ensure our internal staff and operational teams can work without disruption alongside implementing operational processes to ensure the support team are delivering exceptional IT Support.Responsibilities:Supporting the IT Operations Manager with the Implementation of operational IT Support processes across the UK and for international expansionOverseeing and ensuring Desktop Support projects are delivered on time and successfullyStaff training and developmentEnsuring IT Incidents, Requests, Customer Support Incidents, Problems and Major Incidents are dealt with appropriately and within the agreed SLA'sReviewing Internal Service Level agreements and ensuring they are being met and when not being met forming an action plan to improve performanceDriving continuous improvement across the IT Service teamsChairing IT Service reviews with internal customer facing teams and external partnersManagement and Procurement of IT Assets and LicencesInternal IT Support resource planningWorking with Product Managers & Product Owners to ensuring IT Problems are being progressed and escalated as appropriateEnsuring the correct level of trend and impact analysis is carried out for reoccurring incidentsSupporting the Service Delivery Manager as and when requiredCreation and communication of the IT Service Operations roadmapProfileKey Skills & Experience:Previous experience in a Service Desk Manager / Service Management roleCloud Platform Experience (Azure, Office 365)Experience working with Device Management Tools - Ideally IntuneGood practical experience working with computer systems both hardware and software (Windows, MAC, Networks, Wi-Fi Management)Proven experience of implementing and improving IT Support and Service Management processesAbility to work in a fast-paced environmentPeople Management ExperienceExcellent communication skills both written and verbalDesirable:Basic SQL skills and experience - DesirablePrevious experience managing procurement or an IT Hardware budgetPrevious experience in managing third party suppliersWide range of Technical skills - ability to get stuck in and help the teamJob OfferSalary:£40,000 - £45,000 per annum4.5% matched pension contributions25 days leave plus bank holidaysA day off for your birthday!Employee discountLife insurance with Aviva +25% off gym membership